Customer experience in 2027
Where leaders expect AI to change what customers experience, and how they plan to balance automation with human contact.
5 questions · About two minutes · Open until 31 Jan 2027
Key findings
The numbers behind the decisions leaders are making on AI, cyber risk, the workforce and business performance. Each one links to the Pulse Note that puts it in context.
- 89%
of organisations use AI in at least one business function
AI and technologyRead the Pulse Note - 44%
say AI is scaling across their enterprise, up from 38% a year earlier
AI and technologyRead the Pulse Note - 40%
of large organisations are scaling AI agents, up from 27% in 2025
AI and technologyRead the Pulse Note - 32%
of organisations decided not to buy software they could build with AI coding agents
AI and technologyRead the Pulse Note - 362
documented AI incidents in 2025, up from 233 in 2024
AI and technologyRead the Pulse Note - 70%+
of enterprise voice interactions will be handled autonomously by 2030, Gartner forecasts
AI and technologyRead the Pulse Note - $2.7tn
forecast worldwide AI spending in 2026, up 49.5% on 2025
Business impactRead the Pulse Note - $7.35tn
forecast worldwide IT spending in 2027, up 15%
Business impactRead the Pulse Note - 37%
of organisations attribute any EBIT impact to AI, unchanged from 2025
Business impactRead the Pulse Note - 74%
of AI's economic value is captured by 20% of companies
Business impactRead the Pulse Note - 12%
of CEOs report both cost and revenue benefits from AI
Business impactRead the Pulse Note - $4.99m
global average cost of a data breach in 2026, up from $4.44m
Cyber riskRead the Pulse Note - 1 in 4
malicious breaches were AI-enabled, a 56% increase in a year
Cyber riskRead the Pulse Note - 94%
of leaders expect AI to be the most significant driver of change in cybersecurity
Cyber riskRead the Pulse Note - 65%
of large companies name supply-chain vulnerabilities as their greatest cyber challenge, up from 54%
Cyber riskRead the Pulse Note - 34%
of breached organisations have visibility into their cryptographic assets
Cyber riskRead the Pulse Note - 62%
average wage premium for AI skills, up from 57% a year earlier
WorkforceRead the Pulse Note - 39%
expect AI to reduce their organisation's headcount next year, while 14% saw AI-related cuts last year
WorkforceRead the Pulse Note - 19%
of AI users work where strong skills meet strong organisational support
WorkforceRead the Pulse Note
Adoption Radar
Where organisations have reached the scaling phase with AI agents, by business function: AI high performers compared with everyone else. Select a function for detail.
AI high performersAll other respondents
Pulse Notes
Short reads on one question each, combining ConfX research with the latest findings from leading institutions and firms.
Business impact
Is AI paying off for companies?
Use of AI keeps spreading, but enterprise-level returns have barely moved, and a small group of companies is capturing most of the value.
89% of organisations use AI in at least one business functionAI and technology
How far have AI agents really spread?
Large companies are moving AI agents into production quickly, while most smaller organisations are still experimenting. Coding agents are changing what companies build for themselves.
40% of large organisations are scaling AI agents, up from 27% in 2025Business impact
Where is AI spending going in 2027?
Worldwide AI spending is forecast to pass $3.6 trillion in 2027. Infrastructure takes the largest share, and software that acts on its own grows fastest.
$2.7tn forecast worldwide AI spending in 2026, up 49.5%AI and technology
Which technologies will shape 2027?
Gartner's strategic technology trends for 2027 move the focus from adopting AI to governing autonomous systems.
25% of strategic forecasting and modelling tasks will move to large quantitative models by 2030Cyber risk
What is reshaping cyber risk in 2026?
AI, geopolitics and fraud are changing the threat landscape, and supply-chain exposure is now the biggest worry for large companies.
94% expect AI to be the most significant driver of change in cybersecurityCyber risk
What does a data breach cost in 2026?
The global average cost of a breach rose to $4.99 million, and attacks that use AI cost about $1 million more.
$4.99m global average cost of a data breach, up from $4.44mCyber risk
How ready are organisations for post-quantum cryptography?
Governments have set the dates for moving to quantum-safe cryptography. Most organisations still lack a clear view of the cryptography they use.
34% of breached organisations have visibility into their cryptographic assetsWorkforce
How is AI changing jobs and skills?
Demand for AI skills is rising fast, employers pay a growing premium for them, and entry-level roles are changing shape.
62% average wage premium for AI skills, up from 57%AI and technology
Do people trust where AI is heading?
Experts are far more optimistic than the public, documented incidents are rising, and trust in government oversight varies widely.
73% of AI experts expect a positive impact on how people do their jobsWorkforce
What sets AI leaders apart?
Organisations, not tools, explain most of the difference in what people get from AI. Leaders redesign work, govern it and reward experimentation.
67% of reported AI impact is linked to organisational factors such as culture and manager supportAbout the Leadership Pulse
A regular read on the decisions leaders are making
The Leadership Pulse tracks how senior leaders see the year ahead: where they are investing, what is holding them back and how they are preparing for change. It sits alongside ConfX Research and our events, and informs the Pulse Notes and the agendas of our summits.
- 8
- pulses open now
- 45
- questions in total
- 4
- themes
How it works
- Short opinion surveys of ConfX members, a few minutes each
- Each pulse goes to the leaders closest to its topic, by function and industry
- We ask for views and priorities, never company figures or confidential information
- Answers are analysed in aggregate by role, industry and region, and never shown individually
What you receive
- How your answers compare with your peers, with your own answers marked
- The survey report for every pulse you take part in
- Results saved in your account, to download as a PDF
- Pulse Notes that put the findings in context
Open pulses
Governing AI in 2027
Who is accountable for AI risk, how organisations keep track of the AI they use and how ready they are for the rules that apply next year.
5 questions · About two minutes · Open until 31 Jan 2027
Sustainability, energy and technology
How much sustainability weighs in technology decisions, whether the energy use of AI is a concern and where technology helps most.
5 questions · About two minutes · Open until 31 Jan 2027
2027 priorities: budgets, barriers and resilience
Where leaders expect to invest in 2027, what is holding AI back and how ready organisations feel for a major cyber incident.
6 questions · About two minutes · Open until 30 Nov 2026
AI agents at work
How far organisations have gone with AI agents that carry out tasks on their own, and who answers for what they do.
6 questions · About two minutes · Open until 15 Dec 2026
Cyber resilience and the move to post-quantum cryptography
How prepared organisations are for the post-quantum transition, where security leaders see the most risk next year and how often boards discuss it.
6 questions · About two minutes · Open until 15 Dec 2026
Skills and roles in 2027
How leaders expect AI to change headcount, skills and everyday work over the next two years.
6 questions · About two minutes · Open until 31 Jan 2027
Data readiness for AI
How ready organisations' data is for AI, which data problems cost teams the most time and who owns data quality.
6 questions · About two minutes · Open until 31 Jan 2027
Questions
About the Leadership Pulse
Who can take part?
ConfX members. Some pulses are for particular functions or industries, and each pulse page says who it is for.
How long does a pulse take?
Two to three minutes. You move through the questions at your own pace, review your answers and submit when you are ready.
What do you ask?
Your views and priorities on one subject. We never ask for company figures or confidential information.
How are my answers used?
Answers are analysed in aggregate by role, industry and region, and never shown individually. We do not sell your data to third parties.
What do I receive?
The results of each pulse you take part in, with your own answers marked, and the survey report. Your results are saved in your account and can be downloaded as a PDF.
Which pulses will I see first?
Pulses that match your role, industry and the topics you follow. You can update these in your account at any time.
